Senior Manager, Continuous Improvement & Projects

Job Description

• Responsible for partnering with business unit leaders and CI - Head to create additional value through continuous improvement initiatives. This highly visible and important role will identify, develop, lead and execute Continuous Improvement strategies to deliver quantifiable results.
• This role requires very strong written and verbal communication skills and a great level of flexibility to absorb ad hoc tasks in addition to the overall assignment. It is also critical the incumbent understands the larger ecosystem and build context to be able to identify and flag opportunities for improvement.
Key Responsibilities Continuous Improvement
• Actively identify and take ownership of process improvement and automation opportunities utilising process improvement techniques such as Lean, Six Sigma, Business Process Management Systems and process automation tools.
• Initiate processes where non-existent and / or review and identify process improvements/ gaps & rollout same in the following impact areas such as Customer & Frontline Experience, Cost Reduction / Revenue Generation, Automation & Risk Mitigation etc.
• Own end-end delivery of transformation projects deployed in voice and non voice channels.
• Project Management - Work with V&V markets to drive cost efficiency programme at the Organisation level and own delivery of high impact cost reduction projects
• Need to have a Good understanding on policies and processes
• Partnering with country teams on policy revisions, identifying gaps & implementations. Establishment of, and compliance to, all policy decisions in relation to the Retail CDD Procedures.
• Identify opportunities for improvement and makes constructive suggestions for change. Target quantifyable outcomes
• Create Business requirement documents
• Manage, motivate and train staff and team leaders to ensure performance is optimized. Train staff on service and products and changes in products, procedures and policies.
UAT & UVT
• Analyse the business processes, business requirements specifications and review functional specifications to define UAT cases and develop test scripts along with technology teams
• Coordinate UAT execution in line with the agreed test schedule ensuring actual test results are accurately recorded and defects are managed in line with project milestones.
• Monitor UAT execution progress and produce daily reports for the Project Manager and wider project team.
• Work closely with the internal/external teams to ensure smooth progression from UAT to release level testing activities.
• Timely escalation of risks and issues through the governance framework identifying effective solutions or mitigating actions for recommendation
SLA s & Documentation
• Maintain SLA documentation - Create / Renew / Amend
• Maintain BCP / BIA documentation - Create / Renew / Amend
• Maintain IVR SLA documentation and any technology related SLA s - Create / Renew / Amend
• Experience and Knowledge in Six Sigma, Lean projects, Design Sprints & A3s
• Proven experience of end to end migration of new channel, product, service or country, Technology (Voice & Non Voice).
• Knowledge of using IVR, CRM s , and automation tools to improve frontline efficiency in Contact Centre.
• Flexibility to manage any testing activities as required.
Business Analysis
• Research to understand data points required to produce a certain result or data analysis
• Requirement gathering to produce structured, functional specifications
• Proven record of working through the full project life cycle
• Strong analytical skills
• Strong stakeholder management
• Excellent communication skills
Solution Design
• Conceptual Thinking: Ability to identify patterns or links between seemingly unrelated issues
• Creativity: Creating new & imaginative ideas to be applied as solutions
• Work collaboratively to achieve the common goals
• Result Oriented End Result Time-Bound Delivery Skill
Our Ideal Candidate
• Graduate
• Experience 8-10 years in Client Servicing Preferably BFSI
• Additional Skills recommended Project management, Lean, Six Sigma certification , RPA etc
Role Specific Competencies
• Training Skill
• Stakeholder Management
• Administrative Skill
• Learning and Instructional Design
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we cant wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion. Together we:
• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers ,

Keyskills :
six sigmafinanceaccountancybusiness process managementmissalesenvironmental impact assessment